Vikki Goings

About Vikki Goings

Versatile, dedicated, and results-driven IT professional with 15+ years of providing exceptional customer support across government, educational, and corporate sectors. Expertise in technical troubleshooting in fast-paced, dynamic environments, notably reducing incident response times, minimizing downtime, and improving help desk efficiency.Effective collaborator, equally skilled consulting with senior leaders and cross-functional teams to drive continuous improvement, innovative solutions, and high customer satisfaction. Apt in leveraging technical knowledge and strong, relationship-building skills to deliver exemplary outcomes.

Experience

1. Technical Consultant Engineer

   Cisco

   Feb 2022 — Present

   Highlights:• Front-line technical support: Use root cause analysis and remote support tools to identify and resolve hardware, software, and network issues.• Enter, track, and maintain hardware/software data in ticketing systems (ServiceNow, Jira, Zendesk, Salesforce) for compliance and knowledge sharing.• Collaborate with software development and vendor teams to identify, document, and escalate software defects and usability concerns.• Partner with leadership to recommend process improvements supporting IT asset management, governance, and service delivery policy objectives.• Create and maintain end-user guides and internal knowledge bases, including FAQs, SOPs, and process documentation to enhance consistency and compliance with IT procedures.• Train and mentor new hires on troubleshooting workflows, customer service standards, and knowledge management best practices.

Education

• North Carolina Central University

  Bachelor's degree, Business Administration and Management, General

• North Carolina Central University

  MIS, Computer and Information Sciences, General